Service performance measurement is the measurement of whether and how well a service provider delivers the contractually agreed service, using metrics that fit the type of service.
Standard. EN 17371-3 gives guidance on the mechanism for measuring performance within service contracts.
Metrics by type of service.
| Type of service | Example metrics |
|---|---|
| Standardised, recurring services (IT support, maintenance, cleaning) | Availability, response time, resolution time, SLA adherence |
| Project and consulting work | Milestones, acceptance of deliverables, budget adherence, team continuity, stakeholder assessment |
| Staffing | Time to fill, turnover, qualification evidence |
The measurement problem. Service quality is more subjective than product quality, and the result also depends on who measures. Defined scales with described levels, multiple evaluators and separate capture of the business view and the contract view help.
Cadence. Recurring services continuously or monthly, projects at milestones and at completion.
Precondition. The metrics are fixed before the contract is signed, in the SLA or the statement of work. Metrics defined afterward are hard to enforce.